Mission & Vision Statement
Our mission at Clarity is to:
- Be a trusted guide that helps millions of families discover, plan for, and access the best educational opportunities for their children.
- Help schools to adapt and operate like the dynamic businesses they must be to survive and best serve the families of the future.
- Build a company where people can do the best work of their careers and consistently solve complex problems in novel ways that create unique value worldwide.
The first step in fulfilling this mission is our transformative financial aid application, which launched in 2022 and has already grown to over 700 private K-12 schools and 100,000 family users. Building on this momentum, we have started building a second product, which will launch in 2024, and are uniquely positioned to solve a variety of problems for both schools and families.
Responsibilities
In this role you will report directly to the Director of Support and will serve as a contributing member of support, while also leading a team of Family Support Representatives.
As the Family Support Team Lead, you will be responsible for:
- Training and onboarding new support team members.
- Developing comprehensive training and procedures to ensure consistency, accuracy, and adherence to data handling security protocols.
- Monitoring team performance, customer satisfaction and fulfillment of support objectives.
- Responding to support inquiries from families through multiple channels including chat, email and phone.
- Assisting in internal and external documentation work.
- Participating in initiatives that support schools and internal teams.
- Serving as a lead resource and liaison for members of your team.
- Collaborating with the Director of Support on continuous improvements that could be made to drive product or process enhancements that would improve the overall family user experience.
Traits of an Ideal Candidate
- Must reside in the US
- Has prior call center management experience
- Strong verbal and written communication skills.
- Genuinely enjoys and finds fulfillment in helping people solve their problems.
- Experience working in customer facing roles / on customer facing teams
- Demonstrated ability to inspire, motivate, and guide a team towards achieving operational goals.
- Ability to multitask, prioritize, and manage time effectively.
- Comfortable with technology and able to learn new systems and software quickly.
- Self-motivated and loves to learn new things.
- Has a growth mindset and is hungry for a role that has lots of opportunity for personal and professional growth.
- Committed to upholding data security standards.
Benefits
- Growing company with lots of opportunities to grow with us - we went from 0 to 40+ employees in the 2.5 years, and anticipate lots of growth moving forward.
- Fully remote team and work environment.
- Generous PTO.
- Company sponsored get togethers / off sites.
- Stock - every team member has some level of ownership in Clarity.
- Competitive salary.
- 100% company sponsored health, medical and dental insurance.
Clarity Financial, Inc. (DBA “Clarity”) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Clarity makes hiring decisions based solely on qualifications, merit, and business needs at the time.
